Your comments

If you have any comments, ideas or complaints about any of our facilities or services, get in touch.

It’s your say

Unfortunately things don’t always go as smoothly as we would like, and we think it’s important you have the chance to tell us. We’ll respond to you in full within 10 working days, but if we can’t give you our full answer within this time, we’ll send you an acknowledgement and let you know when you should expect to hear more from us.

And even if you are delayed on the services of another operator and you write to us, we’ll ensure your letter gets sent to the right people and let you know to whom we forwarded it.

Having your say

• Phone: 08447 369 123 (Opening hours Mon to Fri: 0830 to 2000 and Sat: 0900 to 1600. On Christmas Eve lines are open 0800 to 1800. Lines are closed on Christmas Day and Boxing Day)
• Email: customer.relations@crosscountrytrains.co.uk
• Write to:
  Customer Relations Manager
  CrossCountry
  Cannon House
  18 The Priory Queensway
  Birmingham
  B4 6BS

Contacting us from overseas

If you want to contact us from overseas please send your comments via email and include your telephone number, where you are contacting us from and the best local time to contact you and we will get back to you.

Complaints handling procedure

You can see our complaints handling procedure here.

It’s our promise to try to deal with your comments and concerns in a fair and reasonable way in line with the National Rail Conditions of Carriage and our Passenger’s Charter. However, if you are not happy with our response, you can contact Passenger Focus, who may be able to help. Passenger Focus is the independent consumer watchdog, set up by Parliament to protect and promote passengers’ interests. The full contact details for Passenger Focus are also shown below.

Passenger Focus

• Phone: 0300 123 2350
• Textphone: 0845 850 1354
• Fax: 0845 850 1392
• Email: info@passengerfocus.org.uk
• Write to:
  Passenger Focus
  FREEPOST (RRRE-ETTC-LEET)
  PO Box 4257
  Manchester
  M60 3AR
  

Compensation form

Download our Delay Repay scheme form PDF.

Further Information

If you have a specific enquiry regarding ticket sales, Group Travel, JourneyCare or Season tickets, please use the dedicated phone numbers below.

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